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Industry Research : ASAPP CX Report Reveals 85% of Customer Service Agents Don’t Want to Return to Contact Centers

#contactcenterworld, @asapptech

ASAPP, Inc., an AI Cloud company published its CX Report: ‘Is the Future of Service at Home?,’ which reveals that 85% of Customer Service Agents want to work full-time at home and not return to contact center offices.

"Contact center operations are rethinking how to make their agents more successful, which requires a whole new way of thinking and operating. This will need a new investment in technologies that transform contact center agents’ productivity beyond the constraints of incremental technology. Appealing to the 85% of agents that want to work from home (WFH) could stave off competition for employees from other industries and help reduce recruitment costs and attrition rates," said Macario Namie ASAPP Chief Strategy Officer.

"Contact Centers have the biggest opportunity in decades to advance agent productivity with artificial intelligence technology, new automation processes and workflows, which can also support CX workforce demands wherever they work. With an estimated $15 billion spent in the United States annually for contact center real estate—that is unwanted, and unused—monies could be repurposed into new technology investments."

According to the U.S. Bureau of Labor Statistics, the number of people working in customer service has increased 53% over the last 20 years to approximately 3 million people, with 15M estimated globally. "Legacy contact center technology has over-promised and under-delivered in providing effective automation, cost savings and productivity over the last 20 years," said Namie.

According to the latest ASAPP CX report almost nine out of ten agents want to see more aspects of customer interactions automated. "Now with AI Native technology, automation is becoming easier to build and integrate with company systems. Automation should not be viewed as exclusively the domain of containment and deflection. In fact, automation can be fused to the live agent interaction to make the experience for companies, employees and customers significantly better," added Namie.

What do Agents Want Automated in Their Customer Interactions?

Conversation Summarization/ Disposition Notes 41 %
Knowledge Search 38 %

Address Change 32 %

Bill Payment 30 %
(n=550 agents)

Telephone support is the costliest channel for contact center operations, and it limits agents to handling one customer at a time. Over the last two decades deflection technologies such as virtual assistants and Interactive Voice Response (IVR) systems have helped redirect customers to chat and messaging channels that increase the number of customers an agent can handle at one time—yet only half of agents believe chat and messaging has improved their jobs.

To help increase agent usage of chat and messaging—and therefore increase the numbers of customers an agent can handle at one time—companies should consider messaging that automates message crafting, routine tasks and summary notes along with improved training and automation that increases usage and performance metrics.

How agents interact with customers

93% of agents use the telephone

60% of agents use email

43% use chat or messaging

29% use video conferencing.

"While legacy vendors focus on containing and deflecting customer interactions, better designed technology and more training will be required to increase adoption of non-voice channels if companies want to scale customer support more affordably," said Namie.

ASAPP CX Report was based on a survey of 572 Customer Support, Sales and Technical Agents who live and work in the United States. The survey was conducted March through April 2022 in partnership with Researchscape International.

#contactcenterworld, @asapptech

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About ASAPP:
Company LogoAI for enterprise call centers.
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Today's Tip of the Day - The Human Factor

Read today's tip or listen to it on podcast.

Published: Monday, June 27, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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